International Journal of Innovative Research and Development

Abstract

The research paper is based on an assessment of the attributes that influence customer satisfaction on service quality in Kenya Power (KP); Kisii Town, Kisii County. KP strives to provide quality service as is enshrined in its service charter and performance contract. However, in the customers’ perception, service quality provision is a challenge. Long unexplained power interruptions, poor response time to queries and emergencies, long reconnection time and account closure and refund time are an indication of poor service standards. This poses a serious challenge to development as most people now rely on power especially in the small and micro enterprises. The research aimed at establishing the critical service quality attributes and evaluating the factors leading to customer satisfaction as well as assess the challenges customers face in obtaining quality service from KP.  The literature review included both the theoretical and empirical aspects of quality, perception of service quality and customer satisfaction. Descriptive research design was used. A sample size of 125 was taken using stratified random sampling. Data collection was done using structured questionnaires measured on a five-point Likert Scale. The data were analyzed using correlation techniques, weighted averages as well as frequencies and percentages. The findings indicate that most customers were satisfied with the attributes of tangibility and assurance and the use of M-pesa and Airtel technologies for bill payment. The customers were not satisfied with the service aspects of reliability and responsiveness of the organization as well as with notification of impending outages.

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